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Consumers not a very patient lot, reveals study

August 11, 2016

Companies succeeding at digital customer response will be successful as that's what consumers expect, according to a Northridge Group report. 

Today's consumers are impatient and expect immediate assistance on digital channels when they confront difficulties, reveals the report.

Findings show 44 percent of consumers believe companies are difficult to contact, 55 percent use multiple channels to reach a company or brand before the issue is resolved, and 21 percent claim they never get a response to an issue. Millennials in particular, aren't very patient. The study reported that 40 percent migrate to another channel within 60 minutes if their issue goes unsolved. 

"When it comes to interacting with customer service departments, today's time-starved consumers want easy," said Pam Plyler, executive practice lead for customer experience at The Northridge Group.